Forrester

For Infrastructure & Operations Professionals

Report:Evolve Your Service Management And Automation Skills And Staffing

Skills And Staffing: The Service Management And Automation Playbook

This report outlines the skills and staffing for Forrester's solution for infrastructure and operations (I&O) executives working on a service management and automation strategy. This report is...

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For Infrastructure & Operations Professionals

Report:Develop Your Road Map For Service Management And Automation Processes

Road Map: The Service Management And Automation Playbook

This report outlines Forrester's solution to help IT infrastructure and operations (I&O) leaders develop their road map of service management and automation processes (SMA) using Forrester's...

• Downloads: 1433
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For Infrastructure & Operations Professionals

Report:Five Steps To Improve Service Desk Effectiveness

The service desk is your IT organization's first line of response to business user incidents and requests. Because these interactions shape your business' perception of IT, it's critical to not just...

• Downloads: 529

For Infrastructure & Operations Professionals

Report:Case Study: Orrick's Service Desk Knowledge Management Journey

During a self-evaluation, the Orrick service desk team realized a shortcoming around knowledge management. The issues ranged from out-of-date information and lack of common terminology to...

• Downloads: 319

For Application Development & Delivery Professionals

Report:Case Study: Novell Uses Collaborative Remote Support To Transform Its Customer Experience

How Novell Transformed Its Global Technical Support Operations

In the services industry, the ultimate goal is to increase customer satisfaction while lowering support costs with improved productivity. Unfortunately, introducing new tools for productivity gains...

• Downloads: 244

For Infrastructure & Operations Professionals

Report:Market Overview: IT Service Management Support Tools

An Overview Of The Modern Service Desk And Other Technologies

The service desk market generated more than $1.3 billion in 2008 and is expected to grow at about 10%. This market segment has experienced very little innovation in the past few years. The goals of...

• Downloads: 2905
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For Infrastructure & Operations Professionals

Report:Knowledge Management Is A Foundation For Good Customer Support

A Best Practice Introduced To The IT Operations And Service Desk Teams

As IT organizations deepen their maturity in service management, they progress from a simple ticketing system to an IT Infrastructure Library (ITIL) process-oriented service desk with self-service...

• Downloads: 977

For Infrastructure & Operations Professionals

Report:The Low-Hanging Fruit That Service Operations Teams Should Consider Now

Some IT organizations are confident that they can weather the storm of our current economic situation. Others believe they can maintain their current staffing level, and some are saying that they can...

• Downloads: 1481

For Infrastructure & Operations Professionals

Report:The Help Desk Is On The Critical Path For Pandemic/Disaster Recovery

Oft-Overlooked Group Is Key To Business Continuity

The designation of the H1N1 flu virus as a pandemic by the World Health Organization (WHO) should, once again, prompt organizations to revisit their business continuity planning processes. However,...

• Downloads: 313